Totango

Totango

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Top Rated
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Score 8.3 out of 10
Top Rated
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Totango

Overview

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.

According to the vendor,...

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Recent Reviews

Totally Totango!

9 out of 10
January 25, 2023
We use Totango as our CRM. It is very easy to understand and helps me complete my task efficiently. I think one of its best features is …
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All in one CS

9 out of 10
January 16, 2023
Totango runs our onboarding process, customer journey, and renewal cycle. We also use the system to track KPIs, account and user activity.
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How Totango Differs From Its Competitors

Ease of Use

At first it may seem complex (it really is a big platform with so many features). But Totango has an excellent onboarding and CSM team, which is always willing to help and guide you through the process. Their onboarding experience is amazing, so in the end it really turns into a easy to use …
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Goals-Centered Customer Success

It gets easier for us to track both individual and segmentated status of all the customers. It alerts fast if there is a client with a low health score and we can instantly adress where the problem is (product usage, tickets, low engagement, etc) so it allows the CSMs to take action quickly.
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Ease of Use

The Product design really deserves a shout out here, as the tool is very user friendly. Specifically, if you don't know where something is you can click around and usually find the answer yourself. That to me is the definition of a great product. The only improvements there would be the initial …
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Goals-Centered Customer Success

We haven't benefitted yet, as we're still new into the tool. However, the automated RiskBlocs are already set up to alert us well ahead of where we may have noticed a client was falling back. I'm looking forward to figuring out how we can incorporate our product data to include engagement as one …
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Ease of Use

Totango helped CSMs complete tasks efficiently by integrating with our knowledge database which allows easily find/suggest the steps that are needed to perform. The more task we complete, the more we can focus on the customer's needs. It is also a reliable source of truth as we use it to document …
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Goals-Centered Customer Success

Totango contributed to my learning and success in the customer success management field. I was able to identify accounts that require urgent attention based on their health or the last touch point made on the account. Totango has become an instrument for us to deliver success to the customer by …
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Ease of Use

We' ve definitely benefited from a customer engagement tracking standpoint. We know exactly when the customer is on low usage and if they need a touch point at that stage. This is quite useful especially when we are customer focussed orgnaisation.
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Goals-Centered Customer Success

We' ve definitely benefited from a customer engagement tracking standpoint. We know exactly when the customer is on low usage and if they need a touch point at that stage. This is quite useful especially when we are customer focussed organisation.
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Ease of Use

We’ve adjusted our customer journey through multiple iterations as we’ve grown and Totango has adapted well saving time and increasing efficiency
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Ease of Use

As with any new addition to the tech stack, it takes a bit of getting used to. I find that this is one of the platforms that was easy for me to get familiar with. The team is extremely helpful with getting new users up and running so there is a minor adjustment to the everyday schedule that proves …
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Goals-Centered Customer Success

My organization utilizes many of the robust features offered. We are able to act swiftly when alerted to a possible health detractor. We are able to look back on logged touchpoints to review notes or linked success plans to be sure we are assisting our customers with the most important issues. The …
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Ease of Use

Totango has great tutorials and definitely listens to its customers as they continue to develop functionality. We have been able to centralize the management of our clients and their journey with our organization. We also have, for the first time ever, started collecting NPS scores! Totango makes …
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Goals-Centered Customer Success

We absolutely benefited from improving our client retention and conversion rates since we state using the software. We believe the customer is most vulnerable in the first 100 days after signing up, and the insights that Totango helps provide are valuable for ensuring ALL our clients are, first …
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Ease of Use

Totango is definitely user-friendly. It has allowed us to quickly put processes in place that we're easily able to push out to all of our key customers. It's extremely easy to set up a campaign and make sure it gets to your target audience. It also provides management with visibility into account …
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Goals-Centered Customer Success

Our organization has been able to connect with our customers better. We've been able to establish better rhythms and best practices as we are able to evaluate data easily across different accounts. This has enabled us to determine trends and quickly determine common issues and resolutions …
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Ease of Use

Ease of use was one of the main selling points for our team, in particular the ability to create and work with segments. Our team is constantly segmenting and resegmenting our customers in order to provide the necessary support to that specific group and the ability for each team member to be able …
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Ease of Use

I think Totango has helped us streamline our client statuses and communicate better across teams. It's easy for various departments to go into Totango and find the information they're looking for. It is important that each individual update Totango regularly so that other team members …
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Goals-Centered Customer Success

My team has benefited from Totango because it has streamlined some of the workflows, improved the post sales process and improved transparency. I like that my sales team can check in and the same goes for my leadership team. Overall, I think Totango has improved our workflows and made us more …
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Ease of Use

The data integration points are great, I was able to sync everything I wanted. The ones I couldn't was because I was not able to get the data out of my own systems. From an automation perspective, a lot of thought has definitely gone into making lives easier. It is not fancy, but I would say …
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Goals-Centered Customer Success

So one of the goals was getting the customers to produce $10K worth of premium in the first month, which we have achieved an automated setting up customer accounts.
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Ease of Use

Still implementing but Totango helps to better manage the customer relationship.
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Goals-Centered Customer Success

We're on the way to being able to relay completely on the data stored in Totango. For that, we must finish implementation first in order for Totango to be the main source of information regarding customer management.
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Ease of Use

Totango has really helped not only our customer success org but also our renewals and phone enablement team. Sure there were some hiccups with the campaigns but for the most part, it really worked well and has reached the desired audience. On a personal level, I really liked Totango because I was …
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Goals-Centered Customer Success

I do not have an overall view of how our organization has benefited from the use of Totango. From my personal use though, Totango has helped me in highlighting which accounts needed attention via existing tickets, product usage, account health and history, lifecycles, and more.
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Ease of Use

Getting started is incredibly easy - although I felt like there was always more I could be doing, we were able to get the basics going in 1 business day. After that, there are many out-of-the-box playbooks that can be instantly applied. Renewal dates and revenue can be tracked and a dashboard is …
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Goals-Centered Customer Success

Our biggest benefit has been moving from a CS organization without any customer goals, to being able to identify and track each customer's goal, identify which customers don't have goals yet, and stay informed on progress. Without Totango, we didn't have visibility into any of these things, so it …
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Ease of Use

Totango has helped our organization with managing our existing customer base in numerous ways:
  • Overall visibility into a customer's health, history of communication, etc.
  • The ability to segment customers based on several data points has been extremely helpful.
  • Being able to integrate our NPS survey …
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Ease of Use

We have set up journeys for onboarding, adoption, and established accounts that automate and standardize a process. This has resulted in happier customers and less churn. We use the data to identify problematic customers and put a plan in place to address them so we can ensure customer …
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Ease of Use

Totango has definitely allowed our team to keep track of which accounts need a touchpoint, and which haven't received any recently. This allows us to always "stay green" with our customers. That said, there's a lot of manual work that needs to be done regularly to keep the customer/company profile …
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Goals-Centered Customer Success

We have regular calls with our TT CSM to help add more fields that would improve our health metric calculation. As of now, we have quite a few fields and settings that provide us with reliable health scoring. This can obviously be improved and possibly make our lives easier with AI and better …
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Ease of Use

At a quick glance, Totango allows us to see where a customer is in their contract, as well as how many users are provisioned and the amount of storage they are at. This gives us a brief overview in order for my team to start the conversation with our client.
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Ease of Use

We have gained efficiency, visibility, and a platform for keeping client onboarding projects as well as ongoing management on track. Additionally, we have narrowed the focus to key variables that affect the client experience and outcomes to add value to the client and efficiency/focus for the CSM.
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Goals-Centered Customer Success

Shifted to more of a Voice of Customer product development process as well as prioritization of defects and bugs based on health score, revenue, subscriptions, and the volume of affected clients, subs, and users.
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Ease of Use

Our CSM team was able to dive into Totango immediately after training. We've had little confusion around using the system and can easily show the team the value and outcomes of their day-to-day actions. Our team now has improved access to what is being sent and can gather insights around customer …
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Goals-Centered Customer Success

We've built SuccessPlays (ie. playbooks) for certain risk behaviors that were hard to track before. For example, we now can look at usage frequency over the last 30 days and compare it to the previous 30 days... voila, a decline in product use metric that's visible, understandable, and triggers …
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Ease of Use

Totangos interface gives us a great capability of seeing an account's usage from one screen. We can quickly pinpoint trouble accounts from the main screen and then drill farther down into the why's of the issues. As well it gives management a high-level overview of what each CSM's book of business …
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Goals-Centered Customer Success

By being able to see their health in real-time we can quickly implement get well plans with our teams when a customer starts to slip from Green to yellow to yellow to red. This real-time interface allows us to generate auto alerts when something slips, allowing our CS team to concentrate on the …
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Ease of Use

Totango has a user-friendly, clean user interface. My team is easily able to manage their customer tasks/follow-ups, record touchpoints, and see the full picture for their customers. My team is very lean and wears many hats so Totango makes it possible to ensure that all customers get the best …
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Goals-Centered Customer Success

We have been able to utilize the customer health profiles to trigger customer interventions as well as lifecycle-based automated tasks so that we can ensure the customer success team is always taking the right steps to ensure regular and productive contact. I always tell my team that we should …
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Ease of Use

To start with, the implementation of Totango has helped us think deeper about our post-sales customer journey. We are B2B SaaS company with a high on touch success model and really high retention (
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Goals-Centered Customer Success

We have benefited with increased visibility of usage and timely identification of customers at risk. However, it does not bring all information in one place. For example, we use Intercom for chat support - Totango has a very basic integration with Intercom. Similarly, Totango has very weak ticket …
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Ease of Use

Totango allows our account managers to spend time in the areas that are most needed and that add the most value. They no longer have to do as much administrative work because Totango does it for them.
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Ease of Use

After sales we were transferred to the onboarding department where we were taken care of by a program manager, data specialist and an onboarding specialist. Especially the onboarding specialist was great fun and of great help. She helped us out setting up the core structure and setting us up with …
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Goals-Centered Customer Success

We aren't there yet because our vendor can't, due to various reasons, provide all the data yet. However, when we get to this stage we can definitely leverage big time on data by using these insights to service more customers, meaningful with the same amount of people.
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 17 features
  • Customer segmentation (234)
    8.5
    85%
  • Customer profiles (241)
    8.4
    84%
  • Product usage (233)
    7.9
    79%
  • Customer health scoring (243)
    7.7
    77%

Reviewer Pros & Cons

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Video Reviews

1 video

Totango Review: Stands Out Because Of Its User Friendly Interface
02:00
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Pricing

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Community Edition

$0

Cloud

Starter

$499

Cloud
per month

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttp://www.totango.com/results/protect#…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services
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Product Demos

Totango launches Customer Success for Everyone - Free Forever
01:38
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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.4Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

7.7Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

7.5Avg 8.6

Customer Success Management

Customer Success Management

7.8Avg 8.3

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

7.8Avg 8.4
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Product Details

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements.

According to the vendor, Totango is also the only customer success platform provider that offers solutions for companies that have or sell into multiple products, hierarchies, and channel partners.

Features Include:

  • Customer and User Monitoring Platform: real-time monitoring of key account and user-level metrics on product adoption, value delivered, utilization, and operational incidents.

  • Early Warning System: a system that computes customer health and alerts companies when a customer needs attention based on shifts in health or occurrence of specific at-risk events.

  • Customer Success Work Management: business process management for customer success managers and executives including account management workflows, best practice automation, team performance measurement, and executive reporting and dashboards.

  • Customer Nurture and Retention Campaigns: automated, personalized campaigns to drive onboarding and product adoption based on actual user behavior and results.

  • Customer Analytics: Deep segmentation and analytics capability to discover trends across the customer base, develop benchmarks, and examine rich account and user profiles.

Totango Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Billing
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com
  • Supported: Integration with Marketo

Additional Features

  • Supported: Dynamic Assignment
  • Supported: Outcome Success Plans
  • Supported: Customer Portal
  • Supported: Team Performance Review
  • Supported: Portfolio Management
  • Supported: Account Hierarchy
  • Supported: Custom Metrics
  • Supported: User Level Reporting
  • Supported: Team Adoption
  • Supported: ISO 27001 Security

Totango Video

Totango's new Community Edition democratizes access to Customer Success technology. It's built for teams or individuals just getting started in Customer Success and looking for ways to scale their organization. Community Edition gives users the essential functionality in Totan...
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Totango Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS

Frequently Asked Questions

Gainsight CS, ClientSuccess, and ChurnZero are common alternatives for Totango.

Reviewers rate Customer segmentation highest, with a score of 8.5.

The most common users of Totango are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews

(1-25 of 250)
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Score 9 out of 10
Vetted Review
Verified User
Our company is a startup which grew up really fast within the last 2 years. Our customer management system was based on spreadsheets and google docs, and as we acquired more and more clients it started to turn unscalable. There were lots of documents, all over the company's Drive database and things usually got lost and it started to get difficult to properly follow and update all our customer's status. With Totango came the solution to this issue, because we can have all of our customers in the same place, under the same format no matter who manages them and got really easy to get info and metrics from there.
January 26, 2023

Couldn't be happier

Alice Simons | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Totango to organize the workflows on our Customer Success team and Account Management teams. Having a single system that allows both teams to cleanly split up the tasks needed, so we don't overwhelm the client and can support them fully in their customer journey is a huge benefit to our organization.
January 25, 2023

Totally Totango!

Score 9 out of 10
Vetted Review
Verified User
We use Totango as our CRM. It is very easy to understand and helps me complete my task efficiently. I think one of its best features is the ability to search a customer's account with just a company domain. It saves time and effort instead of switching from one database to another. Other CRM does not offer searchability as Totango did. I also like the way how our task view was set up in Totango. Instead of cluttering the entire page, it lets me view week-by-week tasks so I can manage them properly without getting overwhelmed by upcoming weeks or the following month's list of tasks.

I am happy that I got the chance to experience Totango. The UI is clean, packed with a lot of features, and of course, easy to navigate.
Score 10 out of 10
Vetted Review
Verified User
Totango helps organizations with information accessibility challenges. It is user-friendly and allows all teams with user access to get up to speed with their customer accounts with a few clicks. I stay on top of my customer interactions by tracking tasks, capturing links to CSPs and customer initiatives, and following up on pertinent touchpoint action items. The info is easy to find and gives a high-level overview of my book of business and detailed info on particular accounts that need a little more love.
Bex Howell - Trusty Oak | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Totango as a customer success solution to keep track of our customer's journey from sign-up to advocacy. Before Totango, we struggled to keep track of meaningful aspects of the client relationship, and Totango has provided us with a solution. Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.
September 07, 2022

Outstanding Experience.

Score 10 out of 10
Vetted Review
Verified User
I use Totango to manage my book of business, including logging touch points, keeping track of tasks, and automating processes. Our team manages a subset of our customers in Totango, which provides a quick place to find key account information, calculates customer health, and provides visibility to leaders on the status of our relationships with our customers. We've also developed success plays and campaigns to target our customer base and establish best practices among the team.
James Elphick | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Totango to manage our high volume, high touch style of Customer Success. This means we use as many automations as possible to trigger campaigns and tasks to keep our CSMs operating at a high level of efficiency. The ability for our CSMs to share work with each other has been a game changer. Also the ability to easily log touchpoints and then create segments based on those touchpoints as given us new data and insight into our daily work.
Score 8 out of 10
Vetted Review
Verified User
We used Totango to understand the health of our clients and to keep internal teams informed on the status of major milestones. This was helpful to people who missed meetings or those who weren't involved in the day to day project (e.g. leadership). There are a lot of features available and a lot of customizations. That can be a good thing, but it can also be cumbersome. One thing that's important is to make sure that everyone who is using Totango uses the same format and same customizations.
Score 8 out of 10
Vetted Review
Verified User
I use Totango to create data points and then build campaigns under the different SuccessBlocs to trigger them according to the target set. Afterward, I have to monitor the performance of the emails sent and look for opportunities to optimize the process.
Score 8 out of 10
Vetted Review
Verified User
We use Totango on a daily basis to track the overall health, campaigns sent touch points, and more for our individual book of business. It helps us manage our accounts, know which ones need attention, account history, etc. We also use it to send targeted marketing campaigns for our large user base.
July 22, 2022

Huge fan of Totango

Jessica Morales | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Totango to manage our customers post-sale. It allows us to stay on top of the journey, identify risks and manage the renewal. It is insanely easy to set up (and you can get started for free!). It allows me, as the manager of the team, to get different dashboards on the overall picture of our customer health, as well as make sure the team is on track with their daily activities.
Score 9 out of 10
Vetted Review
Verified User
We use Totango as our primary tool to identify customer health, log interactions with customers, create automated processes to reach out for business reviews and renewal discussions, etc. This is primarily being used by our Customer Success and Retention teams, however the sales team does have limited access to Totango as well.
David Vanslette | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Our goal was to organize all customer interactions, health, and process in one system to reduce customer churn and make our customers successful. We looked at other support systems which were only ticket-based and not as comprehensive as Totango. We wanted to automate certain customer interactions and reduce the number of customer success agents we needed to appropriately support our customer base.
Matt Portner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Totango is primarily being used by Enterprise and SMB CSMs and managers. We have a number of account execs also using Zoe licenses for visibility. The primary goal is to get a 360 view of the client experience along the journey and proscribe key engagements based on lifecycle and current status.
Shona Fenner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Totango allows us to scale our Customer Success strategy and customer communications. We're able to build automations both for customer communication campaigns, but also for our CSMs to execute on risk playbooks and ad hoc projects. Health scoring has been a new way for us to judge "top performers" through quantifiable and trackable ways.
Score 8 out of 10
Vetted Review
Verified User
Totango is one of our primary products for our CSM team. We use it to track customer health and issues as well as the main storage location for CS activities. We use it to track how each of our customers is doing through various stages of our interactions. Totango helps visually see the health and well-being of all our accounts in a KPI way.
Score 10 out of 10
Vetted Review
Verified User
Totango enables my Customer Success team to see all of our customer data in one spot. This provides a much more comprehensive view of customer health scores and allows us to make educated and more automated decisions regarding how to best help our customers. Totango's automated success plays help facilitate a clean best practice for my team to follow so that we can ensure all customers are receiving a consistent approach and the right level of touch. The customer data hub makes it very easy to integrate with external data sources and the onboarding team was very helpful during the implementation stage.
Score 6 out of 10
Vetted Review
Verified User
We use Totango to manage customer success. Totango integrates fairly well with our platform and pulls usage data at a user level (ofcourse needs a fair bit of work from the tech team at the time of set up and a fair amount of ongoing work as well). We use Totango to view usage information in different dashboards, capture all user interaction history in one place, plan actions, playbooks, automate playbooks based on user actions. Multiple dashboards can be set up for specific visualisations. It is possible to customise Totango to a fairly high degree - which allows for meeting of business needs. However, it does have its limitations - the set up took a very long time and as you dig deeper, you start realising the limitations that Totango has with respect to task management, integrations, documentation, dashboards, etc.
Score 9 out of 10
Vetted Review
Verified User
We were in need of a tool that could help us get our Cisco CX advanced certification. We knew what we needed and what we wanted and investigated different tools. Totango's came through due to their strength to provide standardised building blocks which we altered to our CX practise and specific needs. This combination of speed and customization enabled us to be on top of our game sooner than anticipated.
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